Category: Omnichannel / Customer Service workspace

Customer Service workspace (CSw) in Dynamics 365 has a new upgraded live chat widget (LCW). For users of CSw with Omnichannel, the original chat widget had some basic customization abilities. The new 2.0 widget has much deeper customization functionality including being able to customize the header, footer, colors, size, position, etc. The idea is so companies using the widget can fully reflect their branding by styling the widget accordingly. Let’s … Continue reading How to Use the Live Chat Widget 2.0 in Customer Service Workspace

When companies implement a chat widget through Customer Service workspace/Omnichannel for Dynamics 365, there is the option to hide or show the widget outside of operating hours. This is a business decision and can be unique to your company’s situation. In this post, we will look at CSw’s chat functionality for hiding and showing the widget. First, let’s head over to the Customer Service admin center app and select Calendar, … Continue reading Show or Hide Chat Widget After Operating Hours in CSw

In this post, we will look at the Customer Service workspace functionality to open Agent Scripts dynamically based on criteria using the Expression Builder. First, let’s look at setting this up. Go to the Customer Service workspace admin app and select Session Templates, then open your session template: We have a session template called Test Case Template, which will open when a case is initiated in CSw: There are 2 agent … Continue reading Using Expression Builder to Open Agent Scripts Dynamically

Fallback queues are a useful piece of functionality in Unified Routing that ensures customer interactions are addressed by the correct agents and not missed by an organization. In this post we will look at how fallback queues work in Unified Routing and how to set them up. First, let’s create some routing against the Case entity. We will create a new workstream, and also create a new Fallback Queue: We … Continue reading Unified Routing Fallback Queues

In Omnichannel, Agent Scripts are step-by-step instructions that agents can follow to ensure interactions with customers are handled systematically and properly. Macros are automated actions that can help complete tasks. In this post, we will look at how to use Agents Scripts and Macros in Omnichannel. Also check out the YouTube video on PowerPlatformTV: Let’s go to the Customer Service admin center app and go to Agent Experience->Productivity. We see Agent … Continue reading Agents Scripts and Macros with Dynamics 365 Omnichannel

In this post, we will look at how to change the Omnichannel Chat widget location. First, let’s create a new chat. Log into the Customer Service admin center app, then select Channels, Chat->Manage: Let’s add a new chat channel: Enter a name and click Next: Select or create a Workstream. We will select an existing one: In the Widget position, select Bottom Left. The other option is Bottom Right: Select … Continue reading Set and Change Omnichannel Chat Widget Location

In this post, we will look at how Supervisors can proactively monitor sentiment of a conversation in Omnichannel for Customer Service. First, let’s set this up in the Omnichannel Admin app. Go to the app, and select Sentiment Analysis. Note the Agent settings and Supervisor settings to “show alerts when a customer’s sentiment decreases to or below”: We can choose here: Slightly negative Negative Very negative Let’s select slightly negative … Continue reading Proactively Monitoring Sentiment in Omnichannel

In this post, we will take a look at the “Inbox” view in Customer Service Workspace, which allows agents to deal with cases and conversations in an interface like the Outlook inbox. We will see how this functionality applies to Omnichannel agents as well. First, head over to the App Profile Manager in the Power Apps Maker by selecting Apps->Customer Service Workspace or Omnichannel for Customer Service: Or: Select App … Continue reading The Cool Inbox View in Customer Service Workspace and Omnichannel